I purchased my telephone in September. I was traveling to Europe and needed a reliable way to keep in touch with my office. I was told the phone I purchased would work anywhere in Europe. I was also told if I had a problem, I only needed to call the 800 service number for help. My telephone never worked in Europe. Furthermore, the number I was given for customer service did not in Europe. I was told by an AT&T Operator that there was no way to reach customer service to find out what was wrong with my phone. When I returned to the states, I reported my difficulty. They told me a report would be placed in my file.
In April of I moved to the downtown area of Chicago. Since April, there is only one place in my home where I can use my phone, I have to sit very still in the middle of my living room on the floor. If I move my head, my arms or any part of my body, the phone call drops off. My phone never rings so I don't know when anyone is calling me. I work in the Sears Tower and my phone never works there either. I cannot call out, nor can anyone call me. I walked into one of the AT&T stores (on State Street in Chicago) to tell them of my problem and to try to find a solution. The very obnoxious and rude sales person told me I cannot help you with your phone, I can only sell you a new phone! Her tone of voice was such that I should have know this and therefore she should not have to waste her precious time with me. I went home, and telephoned the customer service department and after a very long 25 minutes, I finally spoke with a person. Your customer service told me since I did not purchase a maintenance plan, my only option is to purchase a new phone. I simply refuse to do this. However, they told me they would put the report in my file.
A friend of mine is with Verizon. He had this same problem. He telephoned the Customer Service Department of Verizon and they told him it was the type of phone he had. They suggested a new phone, sent it to him via overnight mail, and never charged him a penny (he did not have a maintenance plan). Verizon was most responsive and truly offered excellent customer service.
Certainly, you must be aware of the problems. I know of other people who have AT&T in Chicago and they say, coverage-wise, the downtown area of Chicago has more holes than the plot of a bad novel. These 'black hole' — areas are where you can't make a connection or calls get dropped. The picture that emerges is one of a region riddled with cell - phone dead zones with the daily commute from home to the office nothing less than an obstacle course of static and lost calls. I am continually frustrated and amazed by the numerous dead service zones which exist in the Chicago area, particularly since more than 1 million people live here and there is an enormous amount of business conducted on cell phones in Chicago. My AT&T connection snaps like a twig whenever I'm in the downtown area.in short, it doesn't work anywhere I happen to be and want to use it. If what I am experiencing is anything like what others are experiencing, then I think the wireless revolution is more like a 'pig in a poke' and we are all being scammed by AT&T who cannot deliver on what they have promised. When signing up for wireless service with AT&T, I was shown a map depicting sprawling areas of seemingly uninterrupted coverage. There is generally no mention of holes or gaps, even though the Chicago Area is notorious for spotty service with AT&T.
None of this makes good business sense to me. My questions to you are: Wouldn't you want to offer your customers phones and service that works so they use their phone more? What good does it do to put the report in my file?' This does not solve the problems with my phone nor does it make me feel any better. Don't you want to hire considerate and helpful customer service people? This way, your customers will feel that the exciting information about how the combined strength of [Cingular and AT&T] will benefit them is more than just an advertising ploy.
The dropped calls are annoying. My phone works only in certain areas downtown. It really is useless to take with me. I always end up using someone else's cell phone or a pay phone to make my calls. Furthermore, I have to let my secretary know where I am so she can reach me on a land phone. What is the use in purchasing a new phone and remaining with AT&T if it is the service that does not work? I cannot cancel the contract without paying a rather large fee. So I am stuck with paying each month for service I cannot use until my contract is up in September.
I am a very dissatisfied and disgruntled customer. I am writing this letter in hopes that you will want to help me with a solution to this problem. If I do not hear from you, my contract is up in September, and I will go with a company that can offer me service that works and courteous and considerate service people who will work with me to fix any problems I am having.
Gina
Chicago, Illinois
U.S.A.
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